Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a rc helicopter in Aptril 2022. It is now November and I still can not buy the battery anywhere. All I get is out of stock or back order. Attempts to contact Horizon Hobby have been useless. They are hiding behind a call center which is just a modern way of ignoring customers. I need to know if I wasted my money.
Business response
11/11/2022
*****t has emailed in to Horizon Hobby one time on case ********, 11/10/22, under the email address ******************m. Our helicopter rep responded to the email on the same day. A voicemail was left with *****t on 11/11/22 asking for him to reply to the email as we do not know exactly which helicopter he owns. We are willing to assist *****t with getting the heli operational again but, we will need more information first before we can proceed.Initial Complaint
10/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paid $99.99 plus tax for Real Flight Evolution on 10/19/2022. Tried to cancel it today BEFORE I got the security key. They told me I can't then ended chat on me (CS was Bob B.). Tried the chat again after few minutes (About 3 minutes) later and was told that I did the get code just now (Email came in after I asked for a refund the first time). I looked and sure enough I got the code after I already asked for a refund. I believe I only got the code because I asked for a refund. My desire is to get refunded for the product that I have not used or downloaded and per Horizon Hobby policy on digital returns policy I am complaint with since I have asked for a refund BEFORE I got the product key. Obviously I have not used the product key either.Business response
10/31/2022
It is not uncommon for software, especially digital downloads, to not be an item you can return. These downloads are queued up and batched to send so the timing was just unfortunate. We have reached out to to Mr. **** via email directly.
Initial Complaint
10/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
i have not recieved a undefective product i purchased from tower hobbies/horizon hobby i purchased on the 9th of septBusiness response
10/25/2022
In response to the complaint from *** *********** we (Horizon Hobby, Product Support) have contacted the consumer several times to try and resolve the issue. *** *********** has not been willing to cooperate with our company policies that state, "What is Not Covered – This warranty is not transferable and does not cover (i) cosmetic damage, (ii) damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or due to improper use, installation, operation or maintenance, (iii)
modification of or to any part of the Product, (iv) attempted service by anyone other than a Horizon Hobby authorized service center."We provided a shipping label to have the plane sent in to our service center for evaluation. After evaluation the service center has determined the product has been heavily modified with hot glue, weights, and other adhesives not recommended by the manufacturer, voiding the warranty. However, out of good faith we have offered a 20% discount off the purchase of a new plane. Customer did not find the offer to be a satisfactory resolution.
Customer response
10/25/2022
I am rejecting this response because: it is a lie just like the other 72 complaints for i had inquired immediatly after the wing seperation on the 15th of sep days after recieving the product and i sent in photos and they told me to send it in, well i wasnt going to pull any more money out of my pocket for the defect nor did i think it was my responsibility...i paid alot of money for a undefective product and truly believe its there responsiblity to deliver one , and if it turned out to be non-defective and customer error then i can understand billing me for the shipping, so they denied me a label and therefore denied me a return/exchange in my mind, and i come to believe the 72 complaints were true. It wasnt until oct 1st over tewo weeks later i found an email with a label attached(they never once reached out to me until then) because i had called them up yet again, so upon finding the label i called up oct 1st and let them know that naturally i had tried to repair several times myself because they wouldnt (but it wouldnt fly correctly after initial wing seperation) and would that be a problem, and they told me "no we understand your fustration" so i hesitantly sent it in and when i had talked to the tech he told me warranty doesnt cover products that have been altered and we can give you a 20% discount. They based there findings on what it looked like after i did repairs AFTER they wouldnt stand behind there product and left me no choice but to try to repair myself. What was i to do? just paid 700.00+ for it , sit there talk to it until it fixes itself? Throw it away? No im going to stand up wipe off the dust and try to conquer this myself then! What would you do? The truth of the matter is the facts are there and the dates dont lie which also show that there reply is untruthful.....when did you reach out to me between 15th of sept to oct 1? this company is on the decline and there trying to make up for the loss at consumers price and when one person forces another person to do something its illegal and unmoralistic unless your a big company and can get away with it i guess , none the less im just human and have emotions like everyother and feel violated and pushed around from this buisness for Making me pay for 1 of there defective products so they do not have to deal with it, its these type of buisnesses that make it hard for all the other buisnesses who mean well and want there customers to have a wonderfull experience, and genuinly care. Horizon Hobby has a issue with there shipping practices with the products that are shipped from china due to them not shipping products correctly so im told by 1 of there affiliates on **** who sell those such defects at a very high rate at a very low price, and horizon know that yet, they still blame the customer instead of the manufacturer, anyway how are you going to get money out of the manufacturer and cover your losses? its all about the money not the consumer with this company so BUYER BEWARE! i swear this statement to be true and just to the best of my knowledge and on my relationship with the lord GOD most importantly that this said to be true!!!Initial Complaint
10/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchased a ******** ****.... since owning I have set up an Flight 80mm F-16, Apprentice STS (GPS+LAS) T-28, OF22 Ofsprey, P51D Mustang, Cirrus SR22 1.5, 70mm Viper-- took the apprentice, P51 and Cirrus to the fly field and launched. after 6-8 mins flying the apprentice they ac lost communication and we noticed that the Airware app had closed. I guess with it being in safe mode nothing really happened and my friend was able to land off his buddy box. we then launched the p51 and cirrus with NO buddy box. both airplanes flew into ground. contacted horizon for support and NOTHING came of it. I have been completely ignored and want resolution. last week I was promised to have a phone call (within a timely manner) it's been 6 days now and nothing.Business response
10/21/2022
Mr. ****** was contacted by one of our L3 representatives on 10/18/22. ***** labels have been provided to have the items sent in to determine a resolution.Business response
10/25/2022
Shipping labels have been attached to the email sent on 10/25/22. Customer will be able to download and print the labels that were emailed. Labels have been attached to this email as well.Customer response
10/26/2022
I am rejecting this response because:
Again, just now received them and the packages are already turned over to *** **.. Please keep in mind that I am a disabled veteran with also PTSD. I use RC Flying as a cope mech and go to our meetings at the local field. But I have been unable for weeks now. What’s the point in owning all these nice planes and safe planes if I can enjoy them or get a true customer rep. Someone sent me tracking numbers last week— but again it takes another 5 days to actually get the labels?? I love your products, and I love the technology that you have developed, but the “Customer Relationship” or one on one or professionalism is very lacking…. You even call the phone number now to get service and the voicemail states- PEOPLE dont like waiting on the phone to talk— everything is online…. That’s upsetting cause there’s still some people out there that would rather talk to a rep….. your loosing business I can tell you from other VETS and regular folks who talk at the field over this……. Really would just like to get this resolved and figure out what happened to my jets / planesInitial Complaint
10/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a rc car from amain hobbies. The rc car is making a Grinding gear sound the motor moves when being used. It starts making a burning smell because the motor is moving. It is unusable. I purchased it August 30 received it September 6. I saved it for my husband birthday give it to him on October 2. I connected amain and they said to contact hozion hobbies. The numbers I used just hangs up and I sent an email no response. I connected using their live chat and went in circles.Business response
10/24/2022
We have reached out directly to Ms. ******* via email. The item was purchased from an independent store, not franchised. Any refund need to come from that store. Horizon Hobby does provide warranty on the goods and our outreach email was to obtain a proof of purchase and begin warranty assistance. Again, any refund would need to come from the independent store it was purchased from. We are very sorry to hear there was an issue with the vehicle as this is a very fun product and we want to help you have a successful experience in using it.Customer response
10/24/2022
I am rejecting this response because:
They send me a replacement part the car still doesn't work. I sent the car off to them and during shipping of the car. I received an email saying they mailed me a part to me that I had to put on myself with no instructions. It cost me 48.97 to shipping the rc car off to hozion hobby. The independent store told me to have the rc car shipped back to me. Because hozion hobby was mailing me a part. I dont know if the rc car was look at by hozion hobby because fed ex was told to return back to sender ( me). I asked hozion hobby to refund me shipping cost. I was offered credit that was under what I spent.
Customer response
11/07/2022
I wish to close my complaint against hozion hobby. They replaced the rc car.Initial Complaint
09/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Horizon Hobby Recoil 2 RC Boat at the end of June 2022. I have only driven the boat one time due to quality issues. I have reached out to horizon hobby via the online chat and email services. Customer support will send me one email, I will reply, then I will never hear from them again. All I want is a working device, but the company seems to not care. I feel like I have been sold a lemon. This was my first purchase from this company and I had high hopes, but I guess I hoped way too high, as I have received a bad product and bad customer service.Business response
09/09/2022
******* ******* has been in contact with our representatives via email. Latest replacement parts were sent on 09/06/22. I have contacted the customer today via email with the options of either having the vehicle sent in for further evaluation and repair or to have the boat swapped out once we receive our next shipment.Customer response
09/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
08/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased this Axial SCX24 Wrangler for my son in January 2022 and it quickly became one of his favorite RC cars. Unfortunately, just a few short months later the ESC or the remote has gone bad. I've been watching the Horizon website for weeks if not months for replacement parts and they have been on backorder. My son has been very disappointed that he hasn't been able to enjoy is Axial RC.Business response
08/03/2022
We regret the disappointment caused by the lack of replacement parts. The majority are in stock but we, like other companies, are facing a supply chain issue. I see that we are expecting parts in August and September, so very soon. It's best to back order the items so we make sure to get enough to fill the need. Since we make no money until we actually ship goods, we assure you that we highly motivated to fill your needs and regret that you have not been able to use your model of recent.Customer response
08/03/2022
I am rejecting this response because:
I hate to be a pain, however if you have the scx24 trucks in stock that use the same parts, how are the parts not available? The website keeps pushing back the backorder date monthly, however you are still producing the trucks. I'd be better off just getting an entire new truck than waiting on parts but I don't feel like I should have to do that.Initial Complaint
08/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Horizon Hobby is selling defective products that are of a safety concern to the general public. I own several of the same batteries which fail after only a couple uses, one has exploded. Batteries do no work as advertised and the general public should be aware of the issue. I tried contacting the company directly who had little concern about the batteries malfunctioning and were focused solely on whether I had proof of purchase. I expect to be compensated for the defective products and an inquiry into the issue be opened. Public health should be the companies first and foremost concern.Initial Complaint
07/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I HAVE TRIED TO RESOLVE A WARRANTY CLAIM FOR BAD BATTERY'S BOUGHT FROM THIS COMPANY, I HAVE SPENT $211.98 FOR TWO BATTERY'S BOUGHT ON 08/07/21 THE CELLS ARE BAD AND WILL NOT CHARGE CORRECTLY I SENT PICTURES AND VEDIOS ! THEY SENT ME A BATTERY CHECKER THAT CLEARLY SHOWS THAT THE CELLS ARE BAD IN BOTH BATTERY'S SEE BELOW IN PICTURES. I WENT THROUGH 13 EMAILS WITH THE TECHNOLOGY DEPT. AND THEY ARE NOT GIVING ME BACK MY MONEY OR TWO NEW BATTERY'SBusiness response
08/02/2022
There has been a lot of correspondence on this topic and the batteries should have/could have been returned where they were purchased. Per the techs discoveries, we do not feel the batteries are faulty but something else is causing the issue but have been unable to nail down what the exact cause of the issue is. At this point, we have gone ahead and sent two new replacement batteries but if the same experience exist, then it is not the batteries but something in the model and it may need looked at in person by a technician to determine to diagnose. It was not our intent for this to go this far but our assessment did not lead to anything obvious with the batteries specifically. The replacements should arrive in a few days. No need to return anything.Customer response
08/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank You for resolving this issue
Initial Complaint
07/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
i placed 2 orders with them and was over charged on tax both times for a total of about 40 dollars over the 6.25% that we pay here in grundy county i cant get them to look into this they say its the state but that is not right all other business charge 6.25% to this address please helpBusiness response
07/26/2022
As an online business, we are now required to collect tax. Because there are so many taxes associated with the multitude of zip codes throughout the US, and tax codes change so frequently, we choose to charge the tax on an average state level vs and zip code or address level. If you drove to a nearby town to shop, you would pay the tax charged at the town's tax level vs. your address. Horizon Hobby recognizes that sometimes this is a benefit to the customer and other times it may be higher than expected. We do demonstrate the tax to be charged in the check out process prior to submitting the order. We regret the disappointment this has caused with our valued customer.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.